GENERAL GUIDELINES IN THE FORMULATION OF FRONT OFFICE MANUAL

The Front Office working Manual include the Common and General Front Office Duties, Job Guidelines
and Responsibilities which can be applicable to all Front Office Operations and it could be modified and
Personalized to Match with each Front Office Operation subject to the Hotel General Policies and
Procedure.

Front Office Working Manual

Rooms Division / Front Office

1. Introduction
2. Get to Know your Hotel (Hotel Detailed Fact Sheet)
3. Front Office Department
- Organization Chart
- Standard for Front Office Personnel
- Rules and Regulations for Front Office Department
4. Front Office Position Guide Lines (Job Description)
5. Working Manual
- Telephone Operator
- Reservations
- Front Desk
- Bell Stand
- Drivers

Introduction
Role of the Front Office Department
The Front Office Department is the control center of the hotel, providing 24-hours attention towards the handing and
serving of all guests’ requirements and needs. Through it, flows communications with every other department;
 from it come instructions and directions for the care and service of the guest;
 to it comes changes for final billing and settlement.

Simply, the Front Office Department Global Role is:

 To provide all guests direct needs like accommodation, food, tours, internet service, foreign exchange, telephone
etc., and also to communicate to the Guests all other services of other departments of the hotel.

Organization
Generally, the Front Office Department is directed by the Front Office Manager, who in turn reports to the General
Manager in Small Hotels or to the Rooms Division Manager in big hotels.

The majority of the department consists of Front Office Clerks who in ideal circumstances are interchangeable with all
Front Desk functions, i.e. Reception, Information, as well as Reservations, Guest Relations, Concierge and Telephone
Department functions.

Principles of Good Service

Most businesses are selling goods or products, but in the hotel business, we are selling services. Each hotel offers different
kind of rooms and outlets. What differentiates a hotel from another is the way they take care of their guests. While there are
certain technical skills involved in Front Office work, service is our prime product.

The Four Principles of Good Service

1. Prompt Attention: Even if you are busy, you must recognize when the guest is trying to get your attention. You have to
tactfully advise him that you will be attending him as soon as possible.
2. Attitude: You must go out of your way to take care of a guest’s needs. This may even involve performing tasks outside
your area of responsibility.

3. Streamlined procedures: We can not have a rule or procedure that applies to every guest. Common sense must prevail
and every employee should be flexible in his approach. If a guest is standing in front of the desk, the clerk cannot find his
reservation and does not expect to be sold-out, go ahead and room him. Research the matter later, but make sure you handle
the guest as quickly and efficiently as possible.

4. Extended services : Do not leave the guest unattended after performing your specific function. Make sure you have
provided Bell service or have explained to him the hotel services and the location of various facilities. Try to anticipate
guest needs.

Get to Know Your Hotel

Hotel Fact Sheet ( to be filled with your hotel data )
Hotel Name
Address
Opening date
Official category
Telephone
Fax
Web site
e-mail
General Manager
Reservations
Sales& Marketing
Guest relations
General info
Location
Description:
all rooms are fitted with :
*
*
*
Hotel Facilities :
Hotel Services:
Standards of Front Office Personnel
Because of high degree of contact with guest, Front Office personnel must have the following standards:

1. Neatness: employees must be well-groomed with clean and pressed uniform, name tag should be worn in a right position
at all times.
2. Whenever you talk to fellow employees, use his or her name every time.
3. When on duty, the employee must strictly follow the rules and regulations such as not to smoke, not to chew gum or do
anything that might discredit the Front Office Department.
4. Greet the guests with a smile and polite manners. In a conversation address the guest by name (Mr., Mrs. or Miss .....), if
possible, however, do not exceed the limits of cordiality.
5. Do never insult a guest or loose composure. Whenever a problem occurs and you start to feel that you cannot handle the
situation, excuse yourself politely and ask a supervisor to take over.

Remember that you could be the most important factor in the guest’s stay and the reason he may never come back.

Front Office
Job Descriptions
Front Office Manager

Duties & Responsibilities:

 Guide the Assistant Front Office Manager and the Reservations Manager in their Functions to ensure optimum
Occupancy with maximum Average Room Rate.
 Ensure that all guests receive promptly cordial attention at all times and encourage personal recognition of all guests.
 Require the Front Office staff to act positively to all guests, with a special care to regular guests and VIP’s .
 Responsible for the completion and timely submission of all required statistics and performance reports when needed.
 Be especially aware of the importance of the close cooperation with other Hotel Departments and keep them thoroughly
informed of Front Office Matters that concern them.
 Communicate to the General Manager all necessary information, likely to the of interest to him, as well as any matters
which may affect the interest of the Hotel which should be brought to the attention of the Executive Office.
 Develop and train Junior Staff to perform their functions with maximum productivity and efficiency so as to prepare
them to assume greater responsibilities.
 Coordinate the activities of the Assistant Managers and ensure that the guestrooms are inspected with schedule on
rotating basis.
 Take personal pride in the responsibility of ensuring that the Lobby area, Reception desk , Concierge Counter, as well as
the Telephone Operator area are kept in a clean state at all the times.
 Personally inspect V.I.P Rooms prior to guest’s arrival time whenever possible, otherwise delegate this responsibility to
a dependable Assistant or Supervisor.
 Supervise the Activities of the Front Office Personnel to be matching with the Company Policies & Procedures.
 Ensure that the Credit Policy of the Hotel is followed in order to minimize the uncollectable city ledger accounts.
 Actively participate in the planning and the preparation of the annual budget by providing historical data on day to day
basis which will provide a sound basis for future projection.
 Prepare and implement and conduct all training plans for Front Office Staff whenever needed, and follow up with on the
Job Training all times.
 Hold Front Office Departmental Communication Meetings to review procedures that need Careful Handling and
Explanation, and posting the Minutes of the Meeting on the Front Office Bulletin Board.
 Ensure that All Turn Away when the Hotel is overbooked are totally handled.
 Ensure that all V.I.P Lists are accurate and distributed to the concerned departments before arrival every day.
 Welcome and escort V.I.P guests to their rooms, or to delegate this responsibility to a dependable Assistant.
 Handling all the Travel Agents and Tour Operators Familiarization Trips to the Hotel, and coordinate with the
Departments concerned if needed.
 To develop and maintain a high degree of Management Philosophy by conducting himself in the best possible manner so
as to encourage and motivate his subordinates.
 To be fully aware of the Market Situation, as well as the Competitors, to conduct at least twice a year a survey of Market
and Competitors.
 To be fully aware of the Booking situation together with the Reservation Manager/Clerk to avoid any Uncontrollable
Situation, with maximizing the Rooms Revenue.
 Preparing and submitting the Front Office Attendance sheets on Monthly Basis , and control the Vacation Balance for
the Front Office Staff .
 To maintain close working relationship with the Hotel Sales, to ensure that Groups, Conventions are properly Handled
and that Sales is Kept informed as to occupancy levels.
 To maintain good relationship with potential Tour Operator / Travel Agents / Corporate Account to increase their
utilization of the Hotel, and to solve any problem that could affect the smoothness of the working relationship with the
Hotel.
 To supervise the scheduling and discipline in His Department as well the evaluation of performance, set
recommendation with to promotion, salary considerations.

Assistant Front Office Manager

Purpose: Responsible to the Front Office Manager for
the General Supervision of the Front Desk, And
During the Absence of the Front Office
Manager for the supervision of the Front Office
Department Entire Operation. Through His
Supervision, he should transmit the Front
Office Manager Plans and Effectively
Participate in its implementation.
Duties & Responsibilities:
 Be fully aware of the General Booking Situation for the Current and the Future Dates, especially During Heavily
Booked periods.
 Be thoroughly Knowledgeable of all Policies and Procedures and systems used in each sector of the Front Office
Sectors, to be able to give a decisive supervision to the staff when needed.
 Ensure that the various reports required for the Day to Day Operation are completed accurately, and distributed to the
Concerned Departments.
 To supervise the implementation of the two daily Housekeeping Report, and to report to the Front Office Manager in
case of any Sleepers or Escapers.
 To Participate in the Requested Monthly Statistics and Reports.
 Select and Block the Rooms For the VIP’s and Regular Guests, and coordinating with the Housekeeping Department for
the for the proper preparation for these Rooms.
 To inspect the VIP’s Arrival’s Rooms Before arrival Time, and to Make sure that everything is ready , by checking fruit
basket , amenities, Mini bar …..etc.
 Personally Great the VIP guests in the absence of the Front Office Manager, or when he delegate , and escort them to the
Rooms.
 Ensure that Credit Extended to Guests is strictly controlled and that the Mode of Payment is clearly understood within
the limits of the Hotel Credit Policy.
 Constantly review the Expected arrivals for the day to identify possible no show in order to maximize room utilization.
Review all the Night Reports Each Morning before Distribution to ensure it is accurate.
 Review the No Show’s from the previous day to ensure that the Billing or the action taken is appropriate.
 Prepare the Weekly Front Office Staff Roster with the Working Hours , as well as preparing in advance the Vacation
Plan for the Department and submitting it to the Front Office Manager.
 Extend His Scope of Supervision beyond the Front Desk when there is no Duty Manager available.
To handle all Guest Request and Complains addressed to the Front Desk, to report to the Front Office Manager all guest
complaints or comments and the action taken at the end of the day

Reservations Manager
Purpose: Responsible to the Front Office Manager for the
maintenance of accurate and complete
Reservation records.
Through His Management and supervision, a
complete control of the Hotel Booking situation,
working on maximizing the Rooms revenue.
Supervising the Reservation Supervisor / Clerk
for the smooth and accurate reservation
operation
Duties & Responsibilities:
 Be Fully Aware of the Booking situations at all times, and supervise the Reservation Clerks / Supervisors in order to
maximize the Hotel Sales with the Highest possible Average Room Rate.
 Ensure that All reservations are recorded on standard forms attached with the concerned correspondence, and they are
filed by arrival date in easily accessible Files.
 Prepare the 10 Days and 3 Month Forecasts on Timely Basis for Review By the Front Office Manager and Distribution.
 Ensure that Incoming Faxes requiring a reply are answered with minimum delay, and whenever possible the same day of
received.
 Bring to the attention of the Front Office Manager dates when the Hotel availability status should be changed , and
update the sales office with the hotel availability accordingly.
 Fully responsible of the Tour Operators / Travel Agents correspondence regarding reservation decisions especially in the
critical periods, Allotment Increase, stop sales, release period amendment…….etc
 Advise the Front Office Manager of reservations, which are particularly noteworthy, so a decision can be taken in regard
of the Room Rate and the V.I.P Status.
 Ensure that the reservations taken by the phone are answered promptly and politely, and according to the Hotel
answering script.
 To use and to train the reservation personnel using the up-selling techniques in order to maximize the rooms revenue.
To ensure that all Rooming lists for the group’s reservations are received on time and accurately inserted into the
Computer system.
 To ensure that all the Definite reservations are guaranteed, to minimize the last minute non-guaranteed cancellations.
 To sell most of the Hotel Outlets and facilities whenever possible,.
 To be fully aware of the Hotel allotments spread all the times , and to follow up with the Contract conditions , and cut
off dates.
 To update the Hotel Data System with the Updated Contracted Travel Agents rates.
 In coordination with the Front Office Manager , set up the over-booking margin for the Normal and peak periods to
ensure filling the House without making unnecessary turn away.
 Keep a good relation with all the travel agents and to ensure the mutual cooperation and the smoothness of the work.
 Be Fully aware of all the Hotel Facilities and services , and to train the reservation staff on using the Hotel Facilities
during answering reservations.
 To prepare and submit all statistics and reservations reports requested by the Front Office Manager or the General
Manager .
 To be ready for to replace the Assistant Front Office Manager during his vacations or when needed.
 Ensure the reservation Office is maintained in a clean and orderly state at all times

Night Manager
Purpose: Responsible to the Front Office Manager for the
Front Office Operation During the Night Hours,
and for the General Supervision of the Hotel
Entire operation.
Through his supervision , he should maintain
and control the Night staff performance with a
special attention to the Front Office Operation.
Duties & Responsibilities:
 Ensure that the Front Office Staff are on duty , as well as the rest of the Department is running the smooth operation.
 Review the Rooms Availability and to be familiar with the Expected VIP Arrivals or any other Likely Irregular situation
to occur.
 Ensure that the Lighting levels through the Hotel are appropriate in view of Power conservation and Management
Policy.
 Ensure the Security Staff are on duty as scheduled.
 Ensure that all access to the Hotel Are secured as required in the Hotel Policy.
 Make Regular Random Patrols through the Hotel including Guest Corridors and back of the House, and Hotel Outlets to
insure the Good Security and orderliness.
 Completely Involved in any problem occur During the Night Hours, or any Guest Complaint, and to report the Problems
and action done to the Front Office Manager to be discussed next Morning.
 Make spot Check on Night Cleaning Staff to ensure their Productivity, and to check the Standard Required.
 Make Frequent Visits to the Restaurants and Bars to ensure service levels and that problems are dealt with promptly.
 Ensure that all Hotel Stores are locked.
 Ensure the Night Staff services are Done efficiently, and up to the Standard of the Hotel Policy.
 Keep Close to the Front Desk for giving any needed advice and supervision during the Night Hours.
 Supervise and Follow up the Night Run and make sure of the accurate bucket Check of all the In House Rooms.
Ensure that the Wake up Calls are done efficiently , and as per the Required Standard.
 Be aware of the early arrivals and departures, especially for Groups, and to supervise the Front Desk and Bell Staff
preparation, Luggage Down, Air Port Pick Up, Breakfast Box, and Wake up Calls…. etc.
 With the Engineering On Duty, check Hotel Refrigerators, Boiler room and Power station.
 Inspect staff cafeteria cleanliness and that Night Meal is served During the allowed Time in a smooth atmosphere.
To Record any Activities Which may be of interest to the Management in the Night Manager Report , to be Handled to
the Front Office Manager next Morning

Senior Receptionist
Purpose: Responsible to the Front Office Manager or
Assistant Front Office Manager for the
Supervising of the Front Desk Operation and
Coordinate its Activities with other Hotel
Departments, provide supervision to the
reception staff, and interact and coordinate with
the Hotel Guest as appropriate, cooperate with
other front office sections and other Hotel
Department through the assigned
communication methods.
Duties & Responsibilities:
 Supervise the Guest Service Agents and Bell Staff , Responsible for their Good Appearance and Conduct.
 Supervise and participate in all activities related to the process of rooming Hotel Guests.
 Ensure that all Guests receive a courteous welcome upon check in.
 Ensure Proper Shift Hand Over , Revising the Shift Duties List completed Efficiently.
 Supervise and Coordinate room assignment with concerned Front Office Sections and other Hotel departments.
 Check all Registration Cards before Filing.
 Ensure that Billing Instructions are accurate and clear.
 Make Necessary arrangements for groups check in – Out.
 Ensure Proper Handling of O.O.O Rooms with Engineering and House keeping Departments.
 Prepare and submit all reports requested by the Front Office Manger.
 Handle Complaints with immediate action and through Proper follow up.
 Ensure Housekeeping reports are accurate and checked with the discrepancy reports.
 Acts as a Salesperson in order to maximize the Rooms revenue.
 Provides Inputs for Departmental Meetings.
 Establish and maintain effective employer relations.
 Supervise Room / Rate change closely.
 Ensure proper Handling of Guest Mail , Messages and Parcels.
 Ensure Proper Key Control.
 To communicate all Management decisions to the Front Desk Staff to ensure proper follow up and implementation.
 To be prepared for replacing the Night Manager whenever needed.
 To Participate in the Evaluation of the Guest Service Agents and the Bell Staff with the Front Office Manager.
 Perform related Duties and special Projects as assigned.
 His Personal appearance and behavior will always represent the Hotel in the Best way.
 Fully responsible of all in house Folios , credit Travel Agents Vouchers with close communication with the account
receivable and the Income Auditor.

Receptionist
Purpose: Responsible to the Front Office Manager for
Checking in and Out the Hotel Guests, assisting
Our Guest Efficiently, courteously and
professionally in all Front Office Related
functions, and to maintain a high standard of
service and Hospitality at all times.
Duties & Responsibilities:
 Great all Guests at all the time in a friendly and helpful manner, and attempt to learn and use Guest’s names at every
opportunity.
 Upon Check in, ensure that the Guest completes his registration card completely and legibly, and that the guest is
assigned a room of the Type and the rate indicated on the Reservation.
 Accommodate Guest’s special requests whenever possible, assist in pre-registration and room blocking whenever
necessary.
 Stay up to date on Room Rates, Special Packages, Discounts and how to handle each.
 In the case of Walk in , the Guest should be sold a room with the Highest Possible room rate.
 To use the up-selling techniques in order to maximize the Rooms Revenue.
 Being Knowledgeable of all the Credit cards and cashing Policies , and How to Handle Cash Properly and efficiently.
 Develop Detailed Knowledge of the Rooms Locations, Facilities and Types.
 Develop Detailed Knowledge of the Hotel’s Key Personnel, service , outlets, and hours of operation for each.
 Handle the Safe Deposit Boxes according to the Hotel procedures.
 Prepare and report guests with High Balance to the attention of the Front Office Manager.
 Be thoroughly aware of the Hotel Reservation System, and cancellation policy.
 Communicate with all other departments through the proper channels, and through the Communication Forms.
 Promptly notify the Housekeeping of all check outs , early check in , special requests in the rooms.
 Action the Housekeeping reports immediately upon Receipt, record Discrepancies and report to the Shift Leader.
 Develop a working Knowledge of the Reservation Department, Take same day reservations, and be aware of the
cancellation procedures.
 Use proper Telephone manners.
 Understand and use properly the Mail , Parcel, Message Delivery.
 Report any unusual occurrence or request to the Manager on Duty or the Front Office Manager.
 Maintain the Cleanliness and neatness of the Front Desk Area at all the Times.
 Read and initial pass on logbook and Front Office Bulletin Board to keep updated and current.
 Always caryy Him/ Herself in keeping with the high standards of behavior and appearance expected of his Hotel in
his/her attitude towards Hotel Guest and employees
Chef Operator
Purpose: Responsible to the Front Office Manager for the
Supervision of the Switchboard and its personnel
, ensuring that incoming and outgoing calls are
handled with the Utmost courtesy and
promptness , and that each telephone operator
projects a warm and efficient image through
voice tone and attitude.
Duties & Responsibilities:
 Constantly be aware of the volume of calls being handled by the operators and shall personally handle calls to ensure
outside callers , guests, and department heads receive the best possible service.
 Encourage Telephone Operators to call the Guests by their Names at every Opportunity.
 Ensure that the Wake up call service is handled correctly and accurately, reviewing the wake up call sheet each
Morning.
 Ensure that the Most frequently used Telephone Numbers, and those numbers used in the emergency situations are
clearly posted in view of all Telephone Operators.
 Be Fully aware of the Emergency Procedures , and to train the Telephone Operators what to do in case of emergency,
whom to call upon fire alert, what to do in case of Earthquake …. Etc.
 Ensure that the Telephone Operator area is kept in a clean situation at all the Times.
 To be able to deal efficiently with Hotel Guests, Employees and Department Heads.
 To be aware of all Hotel Rules, Policies and adhere to them.
 To have a full knowledge of the Hotel Room Types, Facilities, Outlets, Hours of Operation , shops and function Rooms.
 To Check the Hotel Lines twice a day, and to report any failure immediately.
 Ensure that the Staff calls are served only During the Time Determined by the Hotel Management.
 Full control and Revise on the Telephone Operators logbook, and to make sure that it is maintained for
acknowledgement by the Operators.
 To Provide Inputs concern the Telephone Department to be discussed in the Departmental Meetings.
 To participate in preparing the Telephone Operator Roster by providing Suggestions to the Front Office Manager.
 To check frequently the Interface status , and to report to the System Manager in case of failure.
 To submit to the Front Office Manager all requested Reports should be Collected over the Phone, ex. Daily Competition

Telephone Operator
Purpose: Responsible to the Chief Operator for the
Speedy and Courteous answering of Incoming
telephone calls both internal and external in a
warm and friendly Tone.
Duties & Responsibilities:
 Answering the Internal and the External Calls with the Hotel Approved Script , and end all calls with , thank you.
 At all times, sound pleased to handle the call and take care to speak with a pleasant tone of voice.
 When placing calls to other extension in the Hotel which are busy, keep the caller politely informed of the busy status.
 When a call Returns from an unattended extension in the Hotel, the Operator should politely ask the Caller if he wishes
to leave a message or not.
 Be acutely aware of the procedures for handling Fire alarm and other emergency procedures.
 Keep alert to the extensions calling into the switch board which have been kept waiting due to the volume of calls.
 Answer the Guest telephoned as a first priority and department extensions as a second , except for the General Manager
and the Resident Manager’s Offices.
 Record all calls on the Appropriate telephone traffic sheet.
 Record accurately wake up calls on the appropriate form , upon a waking the Guest the telephone operator should act as
per the prepared script.
 Telephone calls should be answered within three Ring up to the maximum of five rings.
 Before switching any guest complaint to the department concerned, he should brief them quickly so that the Guest will
not repeat over and over.
 In case of any undelivered wake up call , the Telephone operator should refer immediately to the Manager on Duty or
His Supervisor.
To have available all important and emergency numbers , and also other numbers that might be requested by any of the
Hotel Personnel.
 To be aware of the Hotel Management , Offices, Role and availability.
 To attend Promptly to the Guests inquires with courtesy and politeness.
 To Maintain Confidentiality, and never disclose any secret.
 To be able to deal with cash for the Outsiders calls requested.
 To be familiar with the Foreign Currency exchange rate.
 To check Hotel Lines at the Beginning of his Shift and to report any Down Lines to the Chief Operator Immediately.
Ensure that the staff calls are served during the time determined by the Hotel Management

Guest Relation Officer

Purpose: Responsible to the Front Office Manager for the
Efficient Follow up on the Hotel Guest’s special
requirement , Assisting the Hotel Guest through
all the Hotel Departments, giving special care to
the VIP and Regular Guest.
Duties & Responsibilities:
 Guest Relation Officer Time spent at the Lobby Desk should be maximized in order to properly attend to guest’s
specific requests such as, Assisting in Booking / Reconfirmation of the Flight Ticket, Accepting Reservations for the next
destination, providing assistance with specific queries or problems.
 Prepare and distribute the V.I.P Amenities Orders.
 Pre-register the Expected V.I.P Arrivals.
 Prepare Release Forms for Cancelled V.I.P Reservations.
 Inspect V.I.P Rooms Prior to the Arrival Time.
 Meet guest upon arrival , and escort to the Rooms.
 Bid Farewell to Guests, noting their Comments.
 Contact Selected Guests by telephone to obtain information concerning Customer reaction.
 Help and Assist in organizing the Hotel theme Nights with the Coordination of the Food & Beverage and Animation
Team.
 Be Fully aware of the Hotel Room Types , Facilities, Outlets to be ready for any Guest inquiry.

To report to the Front Office Manger the statistics required of the Guest Questionnaire, and to assist in responding as per
the prepared script for each case.

Bell Man
Purpose: Responsible to the Bell Captain for welcoming
and escorting Guests with their Luggage to and
from their Rooms during check in and check out,
perform various other functions related to the
guest needs.
Duties & Responsibilities:
 Welcome Guests at the Main entrance, with taking particular note to repeat guests.
 Relieving the Guest From the Luggage from the Hotel Entrance till the Guest Room and From the Room To Outside the
Hotel During Check out.
 Being alert to the Reception Clerk for any Information should assist the Guest during Check in.
 To carry to the Reception any comment or Guest request During the Check in , Extra Bed , Baby Cot, Large Bed….. etc.
 Be Familiar of all the Room Facilities, and to be able to make the Room presentation upon Arriving with the Guest to
the Room.
 Be prepared to raise and lower the Flags as appropriate.
 Be prepared to action the Room Changes, in this process never pack guest belongings without the Guest being present
and under no circumstances ever move any guest belongings without the Knowledge of the Guest.
 Deliver Messages, Packages and undertaken any other activities necessary for the Guest Comfort.
 Always be well Groomed, neatly cut hair, polished shoes and clean pressed uniform.
 Making a quick check on the Room upon Guest Luggage Down for Check out, and inform the Bell Captain or the Front
Desk about any damage or lost Items From the Guest Room.
 Be thoroughly aware of all the Hotel Out lets and Facilities , including working Hours.

Be Available to perform any other function assigned by the Management

Rules & Regulations for Front Office Department

1. Always bear in mind your working hours.
2. Be ready to work at your station at least 15 minutes before schedule. Sign in and sign out in the assigned book.
3. You should always be well groomed, uniform must be neat and clean and nametag should be worn at all times.
4. Always greet your fellow workers when you first arrive at your station.
5. No food, no chewing gum, no smoking around working area.
6. Greet guests politely every time you see them. If you know the name, greet them by name, if you do not use Sir or
Madam every time.
7. Be polite to guests and fellow workers, however, do not exceed the limits of courtesy and politeness.
8. Never leave your station when nobody else is there.
9. Pick up the telephone at your station within 3 rings.
10.Always Smile
11.Every time you have to leave your station inform your fellow workers where you will be and when you will be back.
12.Check the back office board everyday.
13.Do not leave your shift until you have been replaced.
14.Any staff who is unable to come to work must phone to his supervisor at least 4 hours before the shift starts.
15.Changing shift or days off with other employees will not be permitted unless approved by supervisor.
16.Working area must be kept neat and clean at all times.
17.All equipment should be used carefully with routine maintenance.
18.Personal calls other than emergency are not made or received while on duty.
19.Do not stay around the working area when off duty or have finished the shift.
20.Report all unusual situations promptly to your supervisor.

Front Office Working Manual

Telephone Operator
The telephone department is a communication center, operating 24 hours to handle all incoming and outgoing calls from
the hotel.
The operator’s position is one of the most important and demanding jobs in the hotel. The hotel operator is many times the
first person the public has any contact with. It is imperative that every effort is made to be courteous, friendly and helpful,
even under pressure and stressful situations.
A guest’s initial impression of your hotel will frequently be the manner in which telephone calls are handled. Guest expects
their calls to be answered quickly, courteously and to be handled with business-like efficiency. At the same time the call
should be answered in a clear and pleasant tone of voice.

ANSWERING INTERNAL PHONE

Pick up the phone within 3 rings

 Answer “ Reception” (or whatever to mention your own station) “Good morning” (afternoon, evening) , (Your Name)
Speaking How May I Help You?
 If you are asked to be Connected to other extension, Connect the Caller Saying : Pleased to connect you.
 If the Caller asked to be Connected to One of the Management Team or General Manager Office , ask the Manager first
if he would like to answer the phone or you should ask the caller to leave a message.
 To close conversation use “Thank you Sir/Madam - Good bye or Good Night”. If you know the guest’s name, address
them by name every time.

ANSWERING INCOMING CALL FOR A GUEST

Pick up the phone within 3 rings

 Use the dialogue “Thank you For Calling Hotel Stella Maris , (Your Name) Speaking, How May I Help You? ”
 Listen to the caller and note down the details of his request.
 Connect the call to the guestroom saying : Pleased to connect you.
 Release the line after informing the guest that he has an incoming call and the guest agrees to accept it.
 After 5 rings, if there is not answer, the call will bounce back, inform the caller that there is no answer and ask to take a
message.
- If the caller wants to leave a message, connect the line to the reception and give them some details.
- If The caller has an urgent matter, ask him to hold on and check with reception whether the guest is in the hotel or not. If
the guest is in the hotel, try to locate him in the hotel outlets. While trying to locate the guest, go back to the caller every
now and then telling him that you are trying to locate the guest.

ANSWERING INCOMING CALL FOR A MANAGEMENT

Pick up the phone within 3 rings.

 Use the dialogue “Thank you For Calling ( Hotel Name ), ( Your Name ) Speaking, How May I Help You”
 Listen to the caller and note down the details of request
 Connect the call:
- If the requested person has his own secretary, connect to secretary.
- If he has no secretary connect the call to him personally.

If the called person is not available, ask the person who picks up the phone to take the call and message.

HANDLING MESSAGE

Message can be received verbally or through the telephone.

 When the caller will ask for a guest in house, check first that the guest is still in house, if the guest has checked out,
inform the caller and find if the guest left any message clarifying his next destination.
 If the guest still in house but he is not available at the moment, inform the caller and ask him if he would like to leave
message.
 Ask the caller if he prefers to leave a voice mail, if so connect the caller to the empty room and the voice mail will
answer the caller. ( If Voice Mail Service is Existing )
 If the caller prefer to leave a written message, ask for the following information :
- Name of the person who will receive the message.
- The Caller’s name.
- The Caller’s phone number.
- Time of the call.
- Text of message.
 Repeat the message back to the caller in order to avoid any confusion, especially when the message contains a flight
numbers or time of any numbers or important information.
 Enter the message into the Fidelio System and print it out and log it down in the Message & Parcel Delivery Form.
 Give the message to the bellboy who will sign the Message Delivery form with the time of receiving the message.
 The bellboy should put the message from under the guest room door.
 The bellboy should not knock the door of the guest room for any reason when delivering a message.
 Attached Copy of the Message & Parcel delivery form, which should be printed on a4 size, and to be kept at the
reception desk all the time full detailed.

WAKE UP CALL

Record the wake up call details in the wake up call Log when a request is received from the guest. Details are:
* Room Number
* Guest Name
* Wake up time
* Date Required
 Check the room number and guest name with the guest in house list in the computer.
 Set the wake up call and initial in the Log
 The night and morning shifts have to check the Wake Up Call Sheet and to Do It Manually according to the requested
time of wake up and to make sure that the Guest Answered
 If the Guest Didn’t Answer , Send a Bell-man to Check the Guest Physically By Knocking the Door , so May be the
telephone Set is O.O.O
 If the Guest didn’t respond to the Door Knock , Inform Immediately the Manager Available or You Supervisor.

In All Cases the Dialogue for wake up call should be:

“ Good morning Mr. / Mrs. ..... this is your morning call, it is now ....o’clock. Have a nice day”.

Reservations
The purpose of the Reservation Department is to provide the means/channel for booking accommodations in the hotel. The
hotel receives the indication that a person wishes to become a guest (of the hotel) through a reservation. Reservation staff
should be well acquainted with all travel agents, airline offices and business firms, and should be well qualified in keeping
accurate reservation records.
Reservations may be made by the guest either in person, telephone, letter or fax. As a guest service representative, you will
need to know how to accept reservations for your own location, as well as process reservation requests for the rest of the
hotels of the group. In both cases, confirming reservation requests can be accomplished once you have verified that the type
of accommodation is available on the dates requested.
In order to satisfy the needs of all guests staying at your hotel, different types of reservations are used. While these
reservation types meet specific guest needs, they also enable us to forecast occupancy and to operate profitably.
There are four sources of reservations:
1. Letters
2. Faxes
3. Telephone calls
4. In person

1. Letters:
Letters addressed to the hotel will be opened in the Executive Office, and those referring to either reservation or inquiries
for general accommodation, will be passed to the departments responsible.
2. Facsimile:
All faxes will be replied to on the same day they are received.
Telephone calls:
the Reservation staff will always end the conversation by thanking the guest for making the request. Do not be afraid of
giving your name to the guest as this personalizes the communication enhancing a good feeling on the guest’s behalf.
4. In person:
In-house or walk-in guests who make reservations inquiries will be handled by either the Reservation staff or Front Desk
staff. When a guest makes such an inquiry, it may well indicate that the guest is thinking about returning in the near future.
It is therefore essential that all such inquiries be handled with the utmost courtesy.
A Alpha N Nancy
B Brother O Oskar
C Charlie P Peter
D Daddy Q Queen
E Easy R Roger
F Father S Sugar
G George T Tokyo
H Hony U Uncle
I Item V Victor
J Jimmy W William
K King X X-ray
L Love Y Yellow
M Mike Z Zebra

HANDLING PHONE RESERVATION

Pick up the phone within 3 rings.

 Use the dialogue “ Reservation, Good Morning”……..May I Help You
 Listen to the request and note down.
 Obtain following information:
* Arrival and departure dates
* Type of rooms (Try to sell the highest room Category)
 Check the space availability.
* If house is full, try to offer another possible period
* If that type of room is not available, try to sell another type
 Obtain full reservation details if the request can be confirmed:

* Name of guest
* Arrival and Departure dates
* Flight details
* Number of rooms and type
* Total number of pax
* Method of payment
* Source of booking
* Name of caller, contact person, company name and address
and phone number
 Repeat the reservation back to the caller and before finishing the conversation you thank the caller saying : “ Thank you
for Choosing Our Hotel Mr. / Mrs. ........, Good bye”.
 Record all details on reservation form with your initial, date and time.
 Key all information in the computer before filing.

HANDLING FAX / MAIL RESERVATION

After receiving the fax or letter stamp it with date and time.
 Check availability
 Obtain full reservation details.
 Record all information in the reservation form (2 copies)
 Key all information in the computer
 Print out the confirmation form and fax to the guest after the confirmation has been reviewed and initialed by your
supervisor.
 Filing

AMENDMENT & CANCELLATION

When you receive a call requesting to amend or cancel a reservation, check subject reservation on the computer.
 When you find the reservation:
For amendment:
 Note down on paper all details received, name of the caller, date and time.
 Write down all details in reservation form, stamp “amendment” on the form and put in the remark details of
amendment.

Example: amend the arrival date from 15/03/97 to 16/03/97

or amend the number of rooms from 3 twin to 2 twin
 Then key in the computer.
 Filing following the new information in amendment.

For Cancellation:
 Note down the details and ask for the reason of cancellation and the name of the caller.
 Take the requested reservation form and stamp “Canceled” with clerk initial, date, time and reason of cancellation and
key in the computer.
 Filing in the cancellation file of that month.

Front Desk
For Hotel Business, the idea of our welcome system is more in a mansion style rather than a hotel.
 All registration forms will be pre-printed with all information available from reservation and the reception will ask for
the guest passport and fill up the rest (such as passport number, address, and the correct spelling of the name). The guest
will only have to sign afterwards.
 The Bell Staff will greets the guest upon arrival at the lobby, will lead him to the Reception Desk, finish registration
formalities and lead him once more to his room. He is also to acquaint the guest with room facilities before leaving him.
 Luggage will be put in the room before the guest gets there.
 The Receptionist will welcome the guest and will present Him the Hotel Facilities upon arrival to lobby.
 VIP guests will be greeted by Management upon arrival.

CHECKING IN GUEST WITH RESERVATION

Service Required :
The Receptionist Must Be A Sales Representative At All Times.
He/She Must Have A Through Knowledge Of The Product They Sell , Details Of The Hotel , Rates, Services , And
Facilities.
Job Performance Required – Guidelines - :
 Great your guest warmly with smile.
 Ask If You May Help Him With A Courtesy Way.
 If The Guest Says That He Have A Reservation, Ask Politely for The Guest Name.
 Calls-Up The Information On The Computer Screen.
 Make Your Double Check By Repeating The Guest Full Name.
 Reconfirm Type Of Room Required.
 Ask For The Length Of Stay And Departure Date Expected.
 Reconfirm How Many People In The Party.
 You May Offer Options With Upselling Techniques, And According To Your Rooms Availability Chart.
 A Scan For A Special Notes May Reveal Special Requests Such As V.I.P Treatment…….Etc.
 Reconfirm The Mode Of Payment And Follow Up With Payment Procedures Accordingly.
 Ask To Complete The Registration Card.
 Thank The Guest And Check If There Is Any Messages For Him/Her.
 Match The Right Room For The Guest And Make The Blocking.
 Offer Additional Services Such As Wake Up Calls Or Special Guest Needs To Be Covered.
 Call The Bell Man Who Is Assigned To Carry The Luggage For The Guest.
 Wish Your Guest A Pleasant Stay.

CHECKING IN GUEST WITH WITHOUT RESERVATION

Great The Guest Warmly With Smile & Ask If You May Help .
 If The Guest Has No Reservation , Ask You Guest To State His/Her General Needs .
 Obtain The Specific Details Such As
- What Type Of Room Is Desired?
- How Many People In The Party?
- What Is Their Anticipated Length Of Stay?
- What Rate Is Acceptable?
- Methods Of Payment ( Cash Or Credit Cards) ?
 Based On The Above The Room Clerk Should Matches Rooms Available To The Customers Wishes.
 Offer Options By Using Room Location , Such As : Sea View, Pool Side,…Etc.
 After You Cover All The Guest Needs Present The Registration Card And Ask The Guest To Fill.
 If The Credit Card Will Be Used , Obtain Credit Data.
 Locate The Room And Complete Normal Check-In Procedures.

CHECKING IN GROUP
First : Before Check In
 Be Fully Aware Of The Arrival Time
 Prepare The Blocking.
 Check Ready Rooms With Housekeeping
 Prepare The Key Envelopes.
 Check With The Bell Caption Concerning The Readiness Of The Luggage Sticker

Second : Upon Check In

 Welcome The Group With The Welcome Drink.
 Check With The Tour Leader The Rooming List.
 Ask The Tour Leader For The Passport List & Voucher.
 Check With The Tour Leader The Meals Arrangements / Wake Up Calls .
 Bell Man Should Have A Copy From The Rooming List To Write Number Of The Luggage.

Third : After Check-In

 Open The Group Master Folio.
 Mention The Way Of Payment.
 Check The Rate Twice.
 Check Number Of Rooms And Persons.
 Check Complimentary Rooms
 Create the Group Pay Master and Check Routing.
 Distribute The Group Rooming List To All Concerned With All Signatures.

HANDLING GUEST COMPLAINT

Listen with concern to guest complaints and stay calm.

 Isolate the guest, if possible, so that other guests would not be affected. Remain calm and do not argue with the guest.
 Recognize and acknowledge the guest’s feelings and try to make him feel that we care more about his concerns.
 Always show personal interest in the guest’s problem. Do never under estimate his complaint. And no matter what
happens, NEVER INSULT A GUEST.
 Do not say that the hotel is at fault simply to be understanding.
 Noting down the key facts will reassure the guest and will certainly calm him down.
 Tell the guest how and when the problem could be solved.
 Inform the concerned department to take the necessary action.
 Follow up
 Inform your supervisor and record all details and what has been done till the time being in the log book.
 If you feel that the problem is more than you can handle and that it needs higher level for a solution, take the handle the
matter to your supervisor or to the Department Head.
 When the problem is solved, inform the guest accordingly.

HANDLING CHECK – OUT

Service Required :
Check Out Process Should Be Smooth , Efficient , Accurate , And Pleasant Experience For Our Guests. It Is The Last
Opportunity The Hotel Staff Has To Personally Interact With The Guests.
Job Performance Required – Guidelines - :
A – Providing Bell Service :
 Upon Guest’s Request For Checking-Out Bell Service.
 Check Out Card Will Be Given To The Bell Person
 Bell Person Will Go To The Room , Knock On The Door.
 Then, He Ask The Guest Politely For His Luggage.
 With A Glance , Without The Guest Notice , The Bell Person Will Check The Room Supplies Are There With No
Damage.
 Luggage To Be Taken Away , Drawers To Be Checked For Any Forgotten Items As Well As Bathroom.
 The Bell Person Will Ask The Guest Politely For The Room Key .
 Close The Door And Make Sure It Is Locked.
 The Bell Person Will Politely Remind The Guest Not To Forgot The Flight Ticket And The Passports.
 The Bell Person Will Obtain The Front Office Cashier’s Approval Before He Carries The Luggage Out Side The Hotel.

B- At The Front Office Cashier :

 Greet The Guest With Magic Words And Smile.
 Ask If They Are Checking Out.
Ask For Their Room Number, Pull The Folio, And Repeat Their Name To Make Sure There Is No Mistake.
 Check For Any Last-Minute Messages, Mail , Or Any Additional Charges Not Yet Posted.
 Ask If The Guest Has Made Any Additional Charges Within The Last Thirty Minutes.
 Tell The Guest The Amount Owed.
 Follow Up With The Guest Mode Of Payment And Finalize The Account.
 Check By Asking About Guest Satisfaction.
 Pay Attention To Each Single Guest Comment And Write It Down Immediately.
 Ask If There Is Any Thing Else The Hotel Can Do.
 Thank The Guest For Staying With The Hotel , And Invite Them To Come Back Again.
 As They Leave The Desk Area , Wish The Guest A Safe And A Pleasant Trip.

HANDLING GUEST REQUEST

Purpose of the policy :
To set up a proper system on following up guest requests and assuring the proper delivery of services in order to meet
Guest satisfaction.
Policy:
 Both Front Office & Housekeeping departments will keep a guest request logbook to record all guest request by time of
receiving the request.
 As soon as the GSA or H.K Order taker will receive a guest request, it must be recorded in the logbook immediately
with the time of receiving the request and the guestroom number, as well as type of request.
 The GSA To Complete the Housekeeping/Maintenance request form, and to be delivered to the Department Concerned
Immediately.
 All the logbook items should be filled in details as soon as the request is received.
 The GSA / HK Order taker should inform and follow up on the completion of the request by contacting the department
concerned to fulfill the request and log the time and the name of the person who received and complete the request.
 A follow up telephone call to the guest should be made after the completion of the request to be sure that the guest is
satisfied.
 If the request will take time to be completed, guest should be informed and to be given the estimated time to complete it.
 If the guest request will take more than a reasonable time to be completed, it should be reported to the direct supervisor
who should contact the guest personally and offer alternative solution.
 In both F.O & H.K, guest request logbook should be part of the shift hand-over procedures.

N.B attached a sample of the log, which should be printed on A-4 size book.

Bell Stand & Drivers

The primary responsibility of the Bell service is to handle guest luggage in and out of the hotel. The Resort Driver will be
the one who greets the guest at the airport and hotel entrance and sometimes lead the guest to his room upon check-in. A
Bell Man must always be neat and clean at all times. In our hotel, the Bell Man also has to handle a delivery of guest mail,
message or fax, as Well as any Other Matter related to the Operation.

AIRPORT PICK UP SERVICE

Before departure from the hotel :
 Concierge checks arrival list with Assistant Front Office Manager every morning, assigns a Vehicle with a driver and
prepares and checks all equipment needed such as paging board with guest name, luggage trolley, etc.

 The Vehicle should be ready and checked for:

* Cleanliness
* Cassette tape (must be in ready position)
* Ice bucket with cold towels
* Bottle of drinking water
* Glasses
 Depart the hotel after the arrival time has been checked.

At the Airport:
 Bell Man / driver shows the paging board.
 When the guest comes to contact, repeat the guest name and greet him with a welcoming SMILE”, Welcome to ( Name
of your city / town ) , my name is ........... from ( your Hotel Name ).
 Ask for the luggage tag from the guest and take the luggage after the guest checks that all is correct. Bell Man/driver
will lead the guest to the car. After being comfortably seated, pour water for guest if requested.
 Depart from airport to the hotel, Turn on the designated cassette tape.

ROOMING THE GUEST

service required :
Bell-Staff Members Should Be Well Groomed , Have A Pleasant Smile , Friendly Personality, And Should Be
Knowledgeable About The Property With All Facilities, And The Community With All Interested Places.
Job Performance Required – Guidelines - :
 After Registering The Guest, Front Desk Clerk Introduce The Bell Person To The Guest.
 Bell Person Then Welcome The Guest By Name.
 Bell Person Ask The Guest To Join Him To The Room.
 When They Reach The Guest Room , The Bell Person Open The Door , Turn On The Lights, And Look Around To
Make Sure Every Thing Is In Order.
 He Carries The Guest Luggage Into The Room.
 After That, Bell Person Should Explain The Special Features Of The Room Such As The Air Conditioner Television
Channels, Guest Directory……Etc.
 Also, He Should Mention The Hotel Facilities Including The Restaurants Hours Of Operation And The Availability Of
Any Special Services.
 As The Bell Person Leave the Room, He Should Wish The Guest A Pleasant Stay.

VEHICLE MAINTENANCE
THE Hotel Vehicle Must Include:
* 1 fire extinguisher
* 1 first aid kit
* 1 trash can
* 1 tissue box holder with tissue paper
If something is missing, report to the Assistant Front Office Manager immediately.
Check the condition of vehicles which should be clean, inside and outside, and in good working condition. Every morning
you should check for:
* Signal lights both front and rear
* Tires Condition
* Brake lights
* Mirror
* Brakes
Check the engine every morning:
* Level of engine oil
* Level of water in the reservoir tank
* Water for the wind shield
Change the engine oil, filters and clean up the engineer every 5,000 km and keep record with full details.
If the car needs repair, inform the Assistant Front Office Manager who will ask the Chief Engineer to check first and if he
agrees, the car should be sent to the garage. This is to be processed by the Driver and his supervisor.

ACCIDENT PROCEDURES

In Case Of Road Accident:

Park the car exactly at the accident place and find the nearest phone to call either the Assistant Front Office Manager or the
Front Office Manager at the hotel. Report all details and listen to their advise. Stay at the nearest place until someone from
the hotel reaches the place.